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Service Level Manager - Careers in IT service management by John Sansbury

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11

A DAY IN THE LIFE OF A SERVICE LEVEL MANAGER

The purpose of this chapter is to provide, for those either new to the role or considering taking on such a role, an insight into the typical working day and activities of an SLM. Clearly this will vary not only from day to day but also from organisation to organisation.

FIRST THINGS FIRST

Your first task of the day is to learn about any major incidents that occurred since you last checked. Even if these were managed within service levels, it is vital that you understand what happened, which parts of the business were affected and how.

If the customers affected by the incident(s) have not yet contacted you, you should contact them to appraise them of the circumstances, impact and remedial ...

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